Terms of service

 

Continental Lab
Effective Date: December 21, 2025
Last Updated: December 21, 2025

1. GENERAL INFORMATION

Company Details

Business Name: Tabacaria Continental Lda
Trading As: Continental Lab
Business Address: Rua Augusta N°59, Lisboa 1100-048, Portugal
VAT Number: PT 501711473
Email: info@continentalab.com
Website: www.continentalab.com

Scope

These Terms and Conditions ("Terms") govern all purchases made through our website www.continentallab.com ("Website"). By placing an order, you ("Customer," "you") agree to be bound by these Terms.

Language

These Terms are provided in English. In case of discrepancies between translations, the English version prevails.

2. ELIGIBILITY

Age Requirement

By placing an order, you confirm that you are at least 18 years old or have obtained parental or legal guardian consent to make a purchase.

Capacity

You confirm that you have the legal capacity to enter into binding contracts and that all information provided during the order process is accurate and complete.

3. PRODUCTS

Handcrafted Nature

All products sold by Continental Lab are handcrafted and hand-painted by Portuguese artisans. Due to the artisanal nature of our products:

  • Each piece is unique and may vary slightly in color, size, pattern, and finish
  • Small imperfections are a natural part of the handmade process and are not considered defects
  • Product images show what to expect. Your piece will match the design, with natural artisan touches that make it uniquely yours.

Product Descriptions

We make every effort to ensure product descriptions, specifications, and images are accurate. However, we do not warrant that descriptions are error-free, complete, or current.

Availability

All products are subject to availability. We reserve the right to discontinue products or limit quantities at any time. If a product becomes unavailable after your order is placed, we will notify you and offer a full refund or alternative product.

4. PRICING AND PAYMENT

Prices

  • All prices are displayed in the currency selected at checkout (EUR, USD, GBP, or local currency)
  • Prices include Portuguese VAT where applicable
  • Prices are subject to change without notice, but changes will not affect orders already placed

VAT and Taxes

EU Customers:
Prices include Portuguese VAT as required by law. Your invoice will show the applicable VAT rate.

Non-EU Customers:
Prices exclude local customs duties, import taxes, or fees. These charges are the customer's responsibility and are not included in the order total.

Payment Methods

We accept payments via Shopify Payments, including:

  • Credit cards (Visa, Mastercard, American Express)
  • Debit cards
  • Apple Pay, Google Pay
  • Other payment methods available through Shopify Payments

Payment Processing

  • Payment is processed immediately upon order placement
  • Your order is confirmed once payment is successfully authorized
  • We do not store your payment information; all transactions are securely processed by Shopify Payments

Failed Payments

If payment authorization fails, your order will not be created. You will need to place a new order with valid payment information.

Currency Conversion

If you pay in a currency other than your card's billing currency, your bank may apply currency conversion fees. We are not responsible for these charges.

5. ORDERS AND ORDER CONFIRMATION

Order Process

When you place an order:

  1. You submit an offer to purchase
  2. We send an order confirmation email with order details
  3. This confirmation constitutes acceptance of your order and forms a binding contract

Order Accuracy

Please review your order carefully before submitting. You are responsible for ensuring all information (shipping address, product selection, payment details) is correct.

Order Cancellation by Customer

Before Shipment:
You may request order cancellation by emailing info@continentalab.com within 24 hours of order placement. If the order has not yet been processed, we will cancel it and issue a full refund.

After Shipment:
Once shipped, orders cannot be cancelled. Please refer to our Return Policy (Section 7).

Order Cancellation by Us

We reserve the right to cancel any order:

  • If the product is unavailable
  • If pricing or product information is incorrect due to technical error
  • If we suspect fraudulent activity
  • If we cannot verify order information

In such cases, we will notify you and issue a full refund.

6. SHIPPING AND DELIVERY

Processing Time

All orders are handcrafted to order and require up to 5 business days for processing before shipment. This includes:

  • Final inspection of handcrafted pieces
  • Secure packaging with protective materials
  • Preparation for shipment

Note: During peak periods (holidays, promotions), processing may take slightly longer. We will notify you of any delays.

Shipping Methods

We ship worldwide using reliable carriers selected based on your destination. Estimated delivery times are calculated at checkout and vary by country.

Note: Delivery estimates do not include the 5-day processing period.

Shipping Costs

Shipping costs are calculated at checkout based on your location and order weight. Shipping fees are non-refundable except in cases of defective or incorrect items.

Tracking

You will receive a tracking number via email once your order ships. You can track your shipment through the carrier's website.

Delivery Address

  • We deliver to physical street addresses only (no P.O. boxes)
  • Please ensure your shipping address is accurate and complete
  • We are not responsible for delays or lost packages due to incorrect or incomplete addresses

Delivery Issues

Delayed Delivery:
If your order is delayed beyond the estimated delivery window, please contact us at info@continentalab.com.

Lost Packages:
If tracking shows "delivered" but you have not received your order:

  1. Check with neighbors or building management
  2. Contact us within 7 days
  3. We will investigate with the carrier and resolve the issue

Customs and Import Duties

International Orders:
Orders shipped outside the EU may be subject to customs duties, import taxes, or fees imposed by your country. These charges are the customer's responsibility and are not included in your order total.

We recommend checking your local customs office for estimated fees before ordering.

Refused Deliveries

If you refuse delivery or fail to accept the package, you will be responsible for:

  • Return shipping costs
  • Any customs fees incurred
  • Original shipping costs (non-refundable)

We will deduct these costs from your refund.

7. RETURNS AND REFUNDS

Return Policy

We want you to love your handcrafted piece. If you are not completely satisfied, you may return your order within 30 days of the delivery date.

Return Conditions

To be eligible for a return:

  • Item must be unused and in its original condition
  • Item must be securely repacked in protective materials (original packaging recommended)
  • You must contact us at info@continentalab.com to initiate the return process

Non-Returnable Items:

  • Custom or personalized orders (if made upon request)
  • Items damaged due to misuse or improper care

Return Shipping

  • Return shipping costs are the customer's responsibility
  • We recommend using a tracked and insured shipping service
  • We are not responsible for items lost or damaged during return transit

Refund Process

Once we receive and inspect your returned item:

  1. We will notify you of the inspection result
  2. If approved, refunds are processed within 5–7 business days
  3. Refunds are issued to the original payment method (via Shopify Payments)
  4. Your bank or card issuer may take additional time to process the refund

Refund Amount

  • Product price: Full refund
  • Original shipping costs: Non-refundable (unless item is defective or incorrect)
  • Return shipping costs: Not reimbursed
  • Restocking fee: None

Partial Refunds

We reserve the right to issue partial refunds if:

  • Item is returned in used or damaged condition
  • Item is missing parts or accessories
  • Item shows signs of wear beyond reasonable inspection

Exchanges

We do not offer direct exchanges. If you wish to exchange an item:

  1. Return the original item for a refund
  2. Place a new order for the desired product
8. DAMAGED OR INCORRECT ITEMS

Damaged on Arrival

If your item arrives damaged:

  1. Contact us within 48 hours of delivery at info@continentalab.com
  2. Provide photos of the packaging and the damaged product
  3. We will arrange a free replacement or full refund (including shipping costs)

Important: Do not discard the packaging until the claim is resolved.

Incorrect Items

If you receive an incorrect item:

  1. Contact us within 48 hours at info@continentalab.com
  2. Provide photos of the item received
  3. We will send the correct item at no cost and arrange return of the incorrect item

Our Responsibility

We will cover all costs (return shipping, replacement shipping, refund) for items that arrive damaged or incorrect due to our error.

9. WARRANTY AND GUARANTEE

Legal Guarantee (EU Customers)

As required by EU law, all products are covered by a 2-year legal guarantee against defects in materials or workmanship (conformity guarantee).

This guarantee covers:

  • Manufacturing defects
  • Products that do not conform to the description

This guarantee does not cover:

  • Normal wear and tear
  • Damage caused by misuse, accident, or improper care
  • Natural variations inherent to handmade products

Non-EU Customers

Warranty terms for non-EU customers are governed by the laws of your country. Please contact us for specific warranty information.

How to Claim

To make a warranty claim:

  1. Contact us at info@continentalab.com
  2. Provide proof of purchase and description/photos of the defect
  3. We will assess the claim and offer repair, replacement, or refund as appropriate
10. LIABILITY

Limitation of Liability

To the fullest extent permitted by law:

  • Our liability is limited to the purchase price of the product
  • We are not liable for indirect, incidental, or consequential damages
  • We are not liable for delays or failures caused by events beyond our reasonable control (force majeure)

Exceptions

Nothing in these Terms excludes or limits our liability for:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Any other liability that cannot be excluded under applicable law
11. INTELLECTUAL PROPERTY

Ownership

All content on our Website, including but not limited to:

  • Product images and descriptions
  • Text, graphics, logos, and designs
  • The "Continental Lab" name and branding

is the property of Tabacaria Continental Lda or our licensors and is protected by copyright, trademark, and other intellectual property laws.

Restrictions

You may not:

  • Reproduce, distribute, or modify any content without our written permission
  • Use our branding, logos, or images for commercial purposes
  • Scrape, copy, or download content for resale or redistribution

Product Images

You may share product images on social media for personal, non-commercial purposes, provided you credit Continental Lab and link to our Website.

12. PRIVACY AND DATA PROTECTION

Privacy Policy

We are committed to protecting your privacy. Our collection, use, and protection of personal data is governed by our Privacy Policy, available on our Website.

By placing an order, you consent to the collection and processing of your personal data as described in our Privacy Policy.

GDPR Compliance

We comply with the General Data Protection Regulation (GDPR) and Portuguese data protection laws. You have rights regarding your personal data, including:

  • Right to access your data
  • Right to rectification or erasure
  • Right to object to processing
  • Right to data portability

To exercise these rights, contact us at info@continentalab.com.

Newsletter

If you opt in to our newsletter, you may unsubscribe at any time by clicking the "unsubscribe" link in any email or contacting us directly.

13. DISPUTE RESOLUTION

Contact Us First

If you have any complaint or dispute, please contact us at info@continentalab.com. We will make every effort to resolve the issue amicably.

EU Online Dispute Resolution (ODR)

EU customers have the right to use the European Commission's Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr

Our email for dispute resolution: info@continentalab.com

Governing Law

These Terms are governed by and construed in accordance with the laws of Portugal.

Jurisdiction

Any disputes arising from these Terms or your purchase shall be subject to the exclusive jurisdiction of the courts of Portugal.

EU Consumer Rights:
EU consumers retain the right to bring proceedings in their country of residence if permitted by applicable consumer protection laws.

14. GENERAL PROVISIONS

Entire Agreement

These Terms, together with our Privacy Policy and Shipping Policy, constitute the entire agreement between you and Continental Lab regarding your purchase.

Amendments

We reserve the right to update or modify these Terms at any time. Changes will be effective immediately upon posting on the Website. Your continued use of the Website after changes constitutes acceptance of the updated Terms.

We recommend reviewing these Terms periodically.

Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

Assignment

You may not assign or transfer your rights under these Terms. We may assign our rights and obligations without restriction.

Force Majeure

We are not liable for delays or failure to perform due to circumstances beyond our reasonable control, including but not limited to:

  • Natural disasters
  • War, terrorism, civil unrest
  • Government restrictions
  • Strikes or labor disputes
  • Supplier failures
  • Technical failures or internet outages
15. CONTACT INFORMATION

If you have any questions about these Terms or your order, please contact us:

Email: info@continentalab.com
Business Address: Rua Augusta N°59, Lisboa 1100-048, Portugal
VAT Number: PT 501711473

Response Time: We aim to respond to all inquiries within 24–48 hours.

Thank you for choosing Continental Lab. We look forward to bringing authentic Portuguese craftsmanship to your home.